- Audit both live and recorded call center, audit incoming chats.
- Audit quality input.
- Review calls against established metrics for call length, quality and opportunity generation
- Grade call center and LiveChat agents against balanced scorecards
- Provide feedback to agent together with team leads on areas for improvement
- Coach agent team leads on effective training methods
- 2+ years of experience in a call center /LiveChat environment in a QA/QC role
- 3+ years in other QA roles with some service background potentially acceptable
- Bachelor’s degree
- Experienced with Balanced Scorecard system/software
- Teamwork, Coaching, Listening skills, Excellent interpersonal skills, Service and/or teaching ability
- Job level
- Fresh Grad / Entry Level
- Job category
- Customer Service
- Educational requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- 17th, Satrio Tower Building. Jl. Prof. DR Satrio Blok C4 No.5, Kuningan Timur, Kec. Setiabudi, Jakarta Selatan, DKI Jakarta 12950, South Jakarta, DKI Jakarta, Indonesia
- Information Technology / IT
- 1 opening
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